Classification: All relevant tasks for an effective classification process including: Running diagnostic scripts, referencing of incidents to the Customer Management Database, assigning prioritization, searching the database for known error records and major incident consideration.

No Known Resolution: Every task for release preparation is included: Assembling resources, communications plan for release to users, training sub process for supporting staff, scheduling support for the deployment and completing a readiness review

Major Incident Determination: Log incident with high priority, notifying resolver group, confirmation of scope and impact, flaggingsuspected major incidents to incident manager, initiating major incident procedure, contacting all involved parties and determine whether to invoke major incident procedures.

Closure: Update incident record status to resolved, pass records to service desk team, pass records to service desk team, confirm with initiator that incident was resolved, record incident and resolution details, contact resolver group to obtain update, categorize incident closure, investigate and create new category if needed and close incident record.